• Dedicated datacom connectivity adequate for current and future needs of bandwidth for support processes
• State-of-the-art voice technology infrastructure including ACD, call routing / management / monitoring systems which are used by the program
• A documented, mature and proven redundancy process has been built across infrastructure, people and processes for providing a non-stop 24x7 support
• Wipro's distributed global sites have been used to provide additional BCP / DR

Service offerings include,

Level 1- Customer Interaction services

• Product information, Up-sell / cross-sell, RMA, Warranty / rebate processing, Script based resolutions

• System, network, multi-vendor platform support, Answer questions and troubleshoot with customer, Provide advice on system usage, Assist with system configuration, Use
  broad product knowledge

• Problem simulation / Triage, Hot fix, Workarounds

• Sustenance & bug fixing

• Using lean shift planning techniques to plan shifts using Queuing theory. This has helped reduce deployment of support personnel by 22% per week resulting in significant financial saving for the client in terms of head count costs.
• An extensive Six Sigma study on the non-value-added dial homes in the Process identified processes that would touch almost 45 % of the non-value-add dial homes which may result in an over all reduction of up to 33% of the incoming dial homes. This has potential to increase productivity of the support team and implicitly reduce support costs for the client.
• A study of the type of cases that are escalated from the Wipro support center to the next level identified additional training areas which will better equip our Support Engineers to handle all these cases locally. This would mean lesser escalations to the next level which will help reduce the overall Case resolution time and also implying reduced support costs for the client and a higher end customer satisfaction score because of reduced resolution times.